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Direct linkDecock, Sofie; De Clerck, Bernard; Van Herck, Rebecca – Business and Professional Communication Quarterly, 2020
This article reports on the representation and operationalization of interpersonal attention in complaint management by comparing business textbooks, service recovery research, and situated practice. While textbooks commonly recommend the use of interpersonal strategies when writing complaint refusals, service recovery research points toward…
Descriptors: Communication Strategies, Interpersonal Communication, Computer Mediated Communication, Textbook Content
Alice Gruber; Silvia Canto; Kristi Jauregi-Ondarra – ReCALL, 2023
Mentored online intercultural interaction offers foreign language learners the opportunity to develop different competences, including intercultural, linguistic, and digital competence (O'Dowd, 2021). Such virtual exchange (VE) projects typically involve computer-mediated communication via, for example, Zoom. However, the use of high-immersion…
Descriptors: Computer Simulation, Computer Mediated Communication, Computer Uses in Education, Interpersonal Relationship
Walker, Ute – Distance Education, 2017
This article examines the discursive construction of social presence and identity in a bilingual collaboration between tertiary distance learners of German in New Zealand and Academic English students in Germany. Drawing on positioning theory, this small-scale study investigated the collaborative practices of a group of students, whose synchronous…
Descriptors: Bilingualism, Self Concept, Computer Mediated Communication, Cooperative Learning
